Exercise Executive Empathy To Get Stakeholders Excited About CX

Forrester Digital Transformation

How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX. Age of the Customer customer experience customer experience management Customer Experience Strategy promoted

Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong."

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

How tabletop exercises and cyber threats have changed since COVID-19

West Monroe

The best way to do that is through tabletop exercises. It’s critical – especially during a pandemic – to prepare for cyber incidents with the right plans and the right tests for those plans. Point of View Cybersecurity COVID-19

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

A Statistical Exercise, NPS is Not

Promoter.io

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io With Rogue One upon us, we’d like to offer you some sage advice for avoiding the Dark Side of NPS… In a recent post, we showed you how Chime changed the scheduling of their surveys to better align with their customer lifecycle to drastically improve the accuracy of their results. What Chime had discovered was […]. General Net Promoter Online Marketing

Workshop Playbook: 9 Exercises to Spark CX Innovation

Strativity

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Here we walk through some of our favorite exercises used to help our clients spark innovative ideas and move confidently into the future. The post Workshop Playbook: 9 Exercises to Spark CX Innovation appeared first on Strativity.

Use These 3 Exercises to Become a More Creative Researcher

dscout People Nerds

Use these techniques to break out of a research rut and generate compelling insights from your next study

Threat Hunting 101: A Human Led Exercise

Forrester Digital Transformation

Threat hunting is a term frequently misused by cybersecurity pros, vendors, and service providers. We researched threat hunting to determine what it really is, what benefits it brings, and to overcome the misuse and abuse of the term. The resulting report, Threat Hunting 101, published recently.

Find Your “Value For Customer” Sweet Spot With Our New Exercise

Forrester's Customer Insights

Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one?

What Way Of Being Creates Access To Effectiveness In The Exercise Of Change Leadership?

Maz Iqbal

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Infections Are Surging In The US, China, And Brazil — Exercise Caution In Your Return-To-Work Plan

Forrester's Customer Insights

Infections are in the rise in more than 20 US states, and at least a dozen have experienced new record rates of infections. And the US isn’t alone; China and Brazil are experiencing a rise, too. Officials say the chance of a second wave is high.

What Is The Access To And The Source Of Mastery In The Exercise Of Leadership

Maz Iqbal

What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015. Listen to the news and you are likely to find plenty of challenges: stuff that we, individually and collectively, have to deal with. If you/i are to show up as human-centred leaders then what is the way to go about being-dealing with these challenges. This question is the subject of this conversation.

Team Building Across Generations – Proven Approach | #leadership

Kate Nasser

Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations. Let youthful energy & mature experience increase innovation! The post Team Building Across Generations – Proven Approach | #leadership appeared first on KateNasser.com.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members in your team.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members your team.

Bonuses Are The Key to Hitting Your January Goals

Perkville

January is perhaps infamous for its role as the month of resolutions, exercise goals and new business initiatives

To Sell is Human Summary and Review

Service Untitled

There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.

Sales 49

Role-Based Sales Competency Maps – I Ain’t Got Time For That! 

Forrester Digital Transformation

I believed that competency mapping was a theoretical exercise invented by human resources or learning designers to test my last nerve. I was certain that the exercise would […]. I get it.

Finding the Research Question Behind the Business Question

dscout People Nerds

Use this exercise to solicit buy-in, uncover exciting user questions, and get your stakeholders thinking user-centrically.

Leadership Lessons from Steve Jobs

Service Untitled

” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big DifferencesThis isn’t related to customer service as strictly as most of the other posts here on Service Untitled, but as I was typing this up, I figured I’d post it here because some folks might get some value out of it. Like many people, I have a lot of respect for Steve Jobs and what he accomplished.

Book Review: Roadmap to Revenue

Service Untitled

Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers really want and how they want to buy.

3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

Experienced ideation facilitators can leverage processes that guide a team through creative exercises. These creative exercises use data generated in customer experience programs as a starting point.

How to Leverage What You Do Right!

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. I’m not looking for an exterminator but it made me think about the importance of using what your organization does right and leveraging it as part of your marketing plan. We moved a few years ago and I researched moving companies to help us.

Check Sheet – Why Use a Check Sheet?

Service Untitled

Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality. The beauty of using a check sheet is that it provides data (facts) about how a process is working and offers information about improvement opportunities. The check sheet collects data for the number of times an event occurs.

Data 40

How Can FOCUS PDCA Help Improve Business Operations

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

Two More Opportunities to Journey Map In Your Pajamas!

Kerry Bodine

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever.

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

InMoment XI

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Planning For Insight: How to Build an Insight Roadmap For Customer Centricity

Alida

We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. An insight roadmap is a plan to keep your organization focused on customer centricity.

Service Untitled» Blog Archive » Call Your Competitors

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.

2 Minutes to Supreme Confidence!

Myra Golden Media

In this video, you’ll learn a 2-minute exercise that reduces the stress hormone cortisol while boosting the power hormone! The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE.

2020 Investments & the Customer Experience Priority

NICE inContact

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead.

What My Love-Hate Relationship With Golf Taught Me About Sales Role-Playing

Forrester's Customer Insights

Sales enablement practitioners must deconstruct role-playing exercises to enable reps to get into top-selling form. Like in golf, there are so many motions to consider in any customer interaction.

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”. The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]. age of the customer B2B B2B marketing customer experience measurement customer journey mapping employee journey

B2B 117

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

InMoment XI

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article. Healthcare

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

InMoment XI

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Virtual Journey Mapping Bootcamp: May 19 & 20

Kerry Bodine

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see.